Systems and methods for automated teller machine repair

ABSTRACT

One embodiment of the disclosure relates to a system of servicing an automated teller machine (ATM) using a display configured to display augmented reality images. The electronic device may be configured to receive low-level diagnostic information from the malfunctioning ATM. Data may be transferred to a central location, wherein the data is analyzed and a solution to the problem of the malfunctioning ATM is determined and transferred back to the electronic device. In some embodiments, the electronic device displays components of the ATM using augmented reality such that a technician viewing the display may visualize the components of the ATM and receive instructions regarding the repair or care of the ATM.

CROSS-REFERENCE TO RELATED PATENT APPLICATIONS

This application claims priority from Provisional Application U.S.Application 61/935,274, filed Feb. 3, 2014, which is incorporated hereinby reference in its entirety.

BACKGROUND OF THE INVENTION

The present disclosure relates generally to the repairing and servicingof automated teller machines (ATMs).

Automated teller machines (ATMs) are widely used throughout the world toextend financial services to customers of financial institutions. ATMsprovide customers with a variety of secure financial services withoutthe assistance of a human teller. For example, these capabilities mayinclude depositing, withdrawing, or transferring funds, exchangingcurrency, selecting and viewing account balances, statements, or creditlimits, purchasing items such as stamps or gift cards, managing accountsand profiles, etc.

As with any mechanical device, ATMs are prone to malfunction. Using avariety of diagnostic and repair tools to complete their work, ATMtechnicians diagnose issues with malfunctioning ATMs and work to fix theequipment to ensure proper function. When an ATM malfunctions, the ATMis often first seen by a low-level technician (e.g., level onetechnician), who possesses a basic understanding of the ATM. Level onetechnicians may be an owner or custodian of an ATM, tellers, retailbankers, or other employees working at a bank having a minimal knowledgelevel or basic training regarding ATM repair. If a level one technicianis unable to fix the problem, a level two technician, who may have amedium level of training and understanding of the ATM, may be beckonedto fix the problem. A level three technician, who may have a higherlevel of training and understanding, may ultimately be required to fixthe ATM's malfunction. The cost of ATM repair may increase with thetechnical level of the technician repairing the machine. Also, theamount of time required to repair the ATM may also increase with thetechnical level of the technician since higher level technicians musttravel to the site of the malfunctioning ATM than higher leveltechnicians. To provide a high level of customer service, financialinstitutions and ATM owners and operators may seek to minimize the downtime of ATM due to technical malfunctions or problems. Thus, enhancedsystems and methods of quickly and efficiently repairing ATMs aredesired.

SUMMARY OF THE INVENTION

One embodiment of the disclosure relates to a system of servicing anautomated teller machine (ATM) using a display configured to displayaugmented reality images. The electronic device may be configured toreceive low-level diagnostic information from the malfunctioning ATM.The device may then transfer the data to a central location, wherein thedata may be analyzed and a solution to the problem of the malfunctioningATM may be determined and transferred back to the electronic device. Insome embodiments, the electronic device displays components of the ATMusing augmented reality such that a technician viewing the display mayvisualize the components of the ATM and receive instructions regardingthe repair or care of the ATM.

Another embodiment of the disclosure relates to a method of repairing anATM comprising receiving diagnostic data from an ATM, transferring thedata to a central, remote location wherein higher level technicians areable to review the data. The method further includes receivinginstructions to repair the data from the central location and viewingthe instructions on a display, wherein the display portrays an augmentedreality image of the ATM.

A further embodiment of the system relates to a method of remotelyservicing an ATM comprising receiving diagnostic data, reviewing andanalyzing the diagnostic data, and communicating with an onsitetechnician to help diagnose and fix a problem with the ATM. In someembodiments, the method involves communicating with the onsitetechnician using augmented reality devices, which are electronic devicesequipped with augmented reality capabilities.

BRIEF DESCRIPTION OF THE DRAWINGS

The details of one or more implementations of the subject matterdescribed in this specification are set forth in the accompanyingdrawings and the description below. Other features, aspects, andadvantages of the subject matter will become apparent from thedescription, the drawings, and the claims.

FIG. 1 is a perspective view of an ATM repair system according to anexample embodiment.

FIG. 2A is a schematic diagram of an ATM according to an exampleembodiment.

FIG. 2B is a schematic diagram of a user device according to an exampleembodiment.

FIG. 2C is a schematic diagram of a remote device according to anexample embodiment.

FIG. 3 is a flow diagram of a process of using a device to receiveinstructions on repairing an ATM according to an example embodiment.

FIG. 4 is a schematic diagram of an augmented reality display accordingto an example embodiment.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

The systems and methods, described in greater detail below allow an ATMto be repaired in a convenient, efficient, time-saving, andcost-effective manner. The systems and methods may allow a low-leveltechnician greater resources to fix a problem encountered by the ATMusing solutions received from an electronic device or with help from ahigher level technician through an electronic device without requiringthe higher level technician(s) to travel to the location of the ATM.

In one embodiment, a level one technician utilizes an electronic deviceto assist the technician in addressing an ATM issue. The electronicdevice may be any portable device capable of displaying or projectingimages and instructions. Electronic devices may include a tablet, laptopcomputer, mobile phone, handheld computing device, remote connectiondevices, wearable computing devices (e.g., computing eyewear) etc. Theelectronic devices may also comprise a computing system with a processorand non-transitory machine-readable media having instructions storedtherein that, when executed by the processor, configures the electronicdevice to perform functions and tasks as described throughout thedisclosure.

Referring to FIG. 1, a perspective view of an ATM repair system 100according to an example embodiment is shown. An ATM 105 at an ATM siteis malfunctioning or experiencing an issue, and a user (i.e., low-leveltechnician) is equipped with user device 110 to help the user fix theissue. The ATM 105 may send diagnostic information (e.g., error codes)to user device 110, and user device 110 may transfer that information toremote device 115 at a remote location, which may be staffed by higherlevel technicians. The user device 110 may be configured to communicatewith remote device 115 over a wired or wireless network. The remotedevice 115 may comprise a computing system with storage 120, which maycontain information regarding ATM repair. Remote device 115 may alsocomprise a tablet, desktop computer, laptop, mobile computing device,etc. A technician at the remote location may use remote device 115 tosend information regarding ATM repair to user device 110 to enable theuser the fix the problem with the ATM.

According to an embodiment, a technician may receive diagnosticinformation through an electronic device. The electronic device may beconfigured to receive low-level diagnostic information directly from amalfunctioning ATM. Low-level diagnostic information may include datarelating to issues with malfunctioning components of the ATM such asmechanical hardware issues, software or computing system issues,connectivity issues, etc. For example, an ATM may be malfunctioning dueto a damaged card reader, which may prevent the ATM from reading cardsproperly. Other hardware components of an ATM that may experiencereportable issues include a printer box with paper, a vault, a currencybox for storing bills within the vault, a reject box for holdingrejected bills, a deposit box, rollers, suction cups and devices,sensors, operating software, etc. The information received is onlyrelated to the technical issues experienced by the ATM and does notinclude sensitive account information. Data may be received over asecure wired or wireless network by the electronic device. Theelectronic device may also be equipped with diagnostic tools, such as aprogram or application having instructions implemented by the processorto diagnose the technical issue. The electronic device may also beconfigured to contact and connect with a higher level technician to helpdiagnose or service an ATM. For example, error codes and video dataregarding the ATM may be transmitted to the remote location. Ways ofconnecting with the higher level technician may include a camera videosession, an online chat session, a phone call or electronic device call,etc.

To resolve technical problems, ATM technicians may perform a number ofactions including finding and removing jammed bills or paper, replacingsupply, removing damaged components, installing new parts, andperforming preventative maintenance. Diagnostic data from the ATM may begenerated by a computing system to further identify a technical issuebeing experienced by the ATM. The software executed by processors tooperate ATMs may include code for running diagnostic tests to identify amalfunctioning component of the ATM and to generate error codes. Theinformation may be transferred over secure networks to an electronicdevice. In some embodiments, the ATM contains separate logic fordiagnosing issues and transferring the issues to a computing system ordevice. In one embodiment, the ATM is configured to output communicationto the electronic device and is not configured to receive informationfrom the electronic device (i.e., one-way data transmission). Thisconfiguration may help ensure that the ATM will be protected fromoutside attacks such as computer viruses via mobile device connectionsto the ATM.

The device may then transfer the data to a central location. The centrallocation may be a remote location staffed by higher level technicians,wherein the data is analyzed. A solution to the problem of themalfunctioning ATM may be determined based on the transferred data, datafrom similar systems in the area, a technician's personal knowledge orexperience, etc. Once a solution to the problem is determined,information or data may be transferred back to the electronic device,where an onsite technician may view the information on a display. Thedata may be displayed on the device by way of a display to aid areceiver in understanding and ultimately addressing the problem with theATM. In some embodiments, the electronic device displays components ofthe ATM using augmented reality technology such that a technicianviewing the display may visualize the components of the ATM and receiveinstructions regarding the repair or care of the ATM. For example, atablet computer with a rear-mounted camera may capture an image ofcomponents of an ATM, and the image may be displayed on the front of thetablet with enhanced image data provided from the remote locationsuperimposed thereon. In other embodiments, the display may comprise atransparent material capturing the vision within an area of the materialand capable of being augmented using computer-generated items. In otherembodiments, a projection from the electronic device may provide anoverlay of an image directly onto the surface to be augmented (e.g., thesurface of the ATM).

Referring to FIG. 2A, a schematic diagram of an ATM according to anexample embodiment is shown. In one embodiment, the ATM 105 may beconfigured to assemble diagnostic data regarding a broken ormalfunctioning component of the ATM 105 and may be configured to senddiagnostic information to a user device 110. ATM 105 may containdiagnostic logic 205 disposed within memory and configured to gatherdiagnostic data about issues being experienced by the ATM 105. ATM 105may also contain an account server that aids in connecting and accessingthe accounts of customers to perform financial services. Diagnosticlogic may transfer diagnostic data to user device 110. Diagnostic logic205 does not communicate with the ATM account server nor does ittransmit any data from the ATM account server to any electronic device.In one embodiment, ATM 105 does not receive any information from outsidedevices and may only be configured to transfer diagnostic information toa user device 110 by way of diagnostic logic 210.

FIG. 2B is a schematic diagram of a user device according to an exampleembodiment. The user device may contain a display 210, augmented realitylogic 215, and communications module 220. The display 210 may beconfigured to display images of an environment taken by a camera on theuser device 110 or enhancement data received from remote device 115. Theuser device 110 may contain augmented reality logic 210 disposed withinthe memory and configured to receive enhancement data from the remotedevice 115 and combine the enhancement data with an image or video takenby the user device 110. The communications module 220 may allow a userdevice 110 to communicate with remote device 115 over a wired orwireless network. The communications may be allowed through video, phonecall, online chat session, etc.

Referring to FIG. 2C, a schematic diagram of a remote device accordingto an example embodiment is shown. The remote device may be configuredto receive diagnostic information from the user device 110 and transferinstructive information back to user device 110. The remote device 115may further contain diagnostic logic 225, enhancement logic 230, andcommunications module 240. Diagnostic logic 225 may be configured toreceive diagnostic information from user device 110 and further diagnosea technical issue. Enhancement logic 230 may be configured tocommunicate with diagnostic logic 225 to identify a solution andtransfer the solution to user device 110 to be displayed on the display210. The communications module 240 may allow a remote device 115 tocommunicate with user device 110 over a wired or wireless network. Thecommunications may be allowed through video, phone call, online chatsession, etc.

FIG. 3 is a flow diagram of a process showing the use of a device toreceive instructions regarding repairing an ATM. The user devicereceives diagnostic data from the ATM (step 305). This data may bereceived from diagnostic logic 210 and does not include any informationfrom the account server. The user device may connect with a remotelocation computing system (310). The user device may transmit diagnosticdata to a remote location (315). The user device may receive repairinstructions from the remote location (320).

In one embodiment, the electronic device may utilize augmented realitytechnology to aid a technician in diagnosing and repairing an ATM. Anaugmented reality display may generate supplemented real world views ofan ATM environment using computer-generated inputs such as sound, video,graphics, GPS data, etc. The augmented reality display may operate inreal-time to enhance the view of the ATM. For example a technician usingan augmented reality display may be able to view additional informationregarding the ATM that would not be visible without enhancements. Thisenhanced view of the ATM provides an opportunity for the technician tointeract with the displayed information. For example, a user may engagea particular component of the ATM on the tablet of a screen by enlargingthe component, zooming out, rotating the component to viewinner-workings, etc. The augmented reality display, in some embodiments,allows a low-level technician to receive diagnostic information as wellas instructions.

The electronic device may also allow the received data to be manipulatedby parties including onsite technicians using the device. The displaymay be configured to allow a technician at a remote location to connectwith, view, and manipulate the data viewable on the display 210. In thisrespect, a plurality of technicians in a plurality of locations may beable to connect with the display and collectively view and manipulatethe data shown. These collaborative capabilities allow the problem withthe ATM to be fixed using the help of the most qualified technicianwithout location restraints. A display employing augmented realitytechnology may be implemented in a variety of hardware configurations.For example, an augmented reality display may be implemented usinghead-mounted displays, eyewear, contact lenses, virtual retinal display,handheld displays (e.g., tablets, laptop, mobile electronic devices,etc.), spatial augmented reality, etc.

The electronic device may comprise augmented reality logic havinginstructions stored in a memory and configured to be executed by aprocessor. The instructions may direct the augmented reality logic toperform functions described throughout the disclosure, includinggenerating augmented images for display on the electronic device, whichmay include generating enhancement data such as sound, video, graphics,or GPS data that augment the displayed image. An image may be providedto the electronic device by a live camera or video. Images of the ATM orthe environment may also be pre-loaded onto the device depending on aparticular model or brand of ATM. A technician may also capture an imageof the ATM while the technician is at the scene. As another example, atablet may have an application loaded thereon that is provided by theATM manufacturer and that is configured to receive diagnostic data fromthe ATM and combine diagnostic data with image data (e.g., preloaded orcaptured on site) for display to a user.

Referring to FIG. 4, a schematic diagram of an augmented reality displayon a device according to an example embodiment is shown. An augmentedreality display 415 may be located on a device and created fromcombining one or more environment images 405 with enhanced image data410. Environment images 405 may be still or moving images captured by adevice such as a tablet having a camera. The environment image 405 maybe an image of any portion of the ATM. In FIG. 4, the environment image405 includes an image of a printer with a roll of paper and a papercutter. Enhanced image data 410 may comprise any text, graphics, orimages that may provide further detail and instruction and may also beannotations. Enhanced image data 410 may be received by the device andshown in combination with the environment image 405 to provide anaugmented reality display 415. In FIG. 4, enhanced image data 405comprises an arrow pointing to a thumbscrew on the figure along with thetext, “Locate the thumbscrew on the side of the printer. Loosen thethumbscrew until it springs out.” The augmented reality display may beconfigured to show a variety of directions, steps, and notations. Forexample, additional steps to fix the paper cutter of FIG. 4 may be shownprior to and following the step described and shown above. A user mayuse the augmented reality display to fix the problem by following theinstructions shown on the display.

Enhancement data such as sound, video, graphics, GPS data, etc., mayalter the displayed image. For example, a higher level technician may beable to speak commands or vocalize annotations such that the displayedimage may be altered according to the technician's spoken words ordirections. In another embodiment, engaging the display (e.g., touching)in different areas may allow certain sounds to be emitted that provideinformation about the engaged portion of the display. For example, auser viewing the ATM on a touch-responsive screen may be able to touchthe image of a particular component of the information and the devicemay dictate programmed words relating to that particular component. Forexample, touching the vault on the display may cause the system todictate the name of the component, different areas within the component,and the current status of the component (i.e. online, offline, workingwell, jammed, locked, secured, breached etc.) Similarly, videos andgraphics may be applied to an image, still or moving, to alter orenhance the image. Similar sorts of informative data such as the name ofthe component and status of the component may be provided to atechnician upon engaging a particular part of the display. Additionally,videos or graphics enhancing an image may provide an interactiveexperience for viewing hidden components and/or may provide interactiveinstructions on how to fix a problem with a component. The enhancementdata may comprise preloaded instructions on an electronic device or maybe received from a higher level technician in a separate location on adisplay.

In another embodiment, the electronic device may include code executableby a processor to identify internal and external components of the ATM.This identification of the components of the ATM may happen dependingupon a chosen mechanism or combination of mechanisms and requirements.For example, the electronic device may be configured to identify theinternal components of an ATM upon opening of the ATM door by atechnician, entering a password or biometric identification, scanning acard or device, engaging a secure wired or wireless connection, etc. Insome embodiments, the electronic device also includes logic capable ofdetermining descriptive metrics of an ATM, such as the model of the ATM,individual components of a specific ATM, etc., for example, to transmitto the remote location. This logic may communicate with the logicdisposed within the ATM computing system to determine identifyinginformation relating to a specific ATM.

In one embodiment, upon receiving instructions or enhancement datagenerated from a central location, a technician may use the display tofurther diagnose or fix an ATM. A technician may communicate with ahigher level technician using a phone or video capabilities and also usethe display to correct or address any issues. For example, a higherlevel technician may verbally discuss problems or solutions with a levelone technician through a video conference while the level one technicianuses the electronic device to follow along and implement the features orplans discussed by the higher level technician. This communication maybe initiated by the level one technician, or the electronic device maybe configured to automatically contact a higher level technician (i.e.,by contacting a central remote location which may be staffed by higherlevel technicians). In some embodiments, the electronic device mayconnect with a higher level technician based upon some action, such aslaunching diagnostic tools or a specific application on the device,sensing the opening of the ATM door, transferring diagnostic data to acentral location, etc.

Aiding a remote technician in servicing an ATM further comprisesreceiving data and sending information to an augmented reality display.In one embodiment, the data may be received from an electronic devicecontrolled by a low-level technician. This data may comprise diagnosticdata transferred by the ATM to the electronic device, the model andspecifications of the ATM, and/or additional data from the electronicdevice relating to the malfunction or repair of the ATM. Based on thedata received, enhancement data, such as sounds, video, images,graphics, GPS data, etc., may be generated. Relevant enhancement datamay be newly generated or recalled from a variety of data storagesmentioned throughout the disclosure. The enhancement data may betransferred to enhance a display such that an original image is visuallyaltered or enhanced. For example, an original image of an ATM may beenhanced by sounds, video, images, or graphics by applying virtualobjective representations of the enhancement data onto the originalimage. This application augments the real image of the ATM and providesmore information for a technician to view and analyze than would beavailable with the technician's naked eye.

As noted above, embodiments within the scope of the present disclosureinclude program products comprising non-transitory machine-readablemedia for carrying or having machine-executable instructions or datastructures stored thereon. Such machine-readable media can be anyavailable media that can be accessed by a general purpose or specialpurpose computer or other machine with a processor. By way of example,such machine-readable media can comprise RAM, ROM, EPROM, EEPROM, CD-ROMor other optical disk storage, magnetic disk storage or other magneticstorage devices, or any other medium which can be used to carry or storedesired program code in the form of machine-executable instructions ordata structures and which can be accessed by a general purpose orspecial purpose computer or other machine with a processor. Combinationsof the above are also included within the scope of machine-readablemedia. Machine-executable instructions comprise, for example,instructions and data which cause a general purpose computer, specialpurpose computer, or special purpose processing machines to perform acertain function or group of functions.

Embodiments of the present disclosure have been described in the generalcontext of method steps which may be implemented in one embodiment by aprogram product including machine-executable instructions, such asprogram code, for example in the form of program modules executed bymachines in networked environments. Generally, program modules includeroutines, programs, objects, components, data structures, etc., thatperform particular tasks or implement particular abstract data types.Machine-executable instructions, associated data structures, and programmodules represent examples of program code for executing steps of themethods disclosed herein. The particular sequence of such executableinstructions or associated data structures represent examples ofcorresponding acts for implementing the functions described in suchsteps.

As previously indicated, embodiments of the present invention may bepracticed in a networked environment using logical connections to one ormore remote computers having processors. Those skilled in the art willappreciate that such network computing environments may encompass manytypes of computers, including personal computers, hand-held devices,multi-processor systems, microprocessor-based or programmable consumerelectronics, network PCs, minicomputers, mainframe computers, and so on.Embodiments of the invention may also be practiced in distributedcomputing environments where tasks are performed by local and remoteprocessing devices that are linked (either by hardwired links, wirelesslinks, or by a combination of hardwired or wireless links) through acommunications network. In a distributed computing environment, programmodules may be located in both local and remote memory storage devices.

An exemplary system for implementing the overall system or portions ofthe invention might include a general purpose computing computers in theform of computers, including a processing unit, a system memory, and asystem bus that couples various system components including the systemmemory to the processing unit. The system memory may include read onlymemory (ROM) and random access memory (RAM). The computer may alsoinclude a magnetic hard disk drive for reading from and writing to amagnetic hard disk, a magnetic disk drive for reading from or writing toa removable magnetic disk, and an optical disk drive for reading from orwriting to a removable optical disk such as a CD ROM or other opticalmedia. The drives and their associated machine-readable media providenonvolatile storage of machine-executable instructions, data structures,program modules and other data for the computer. It should also be notedthat the word “terminal” may be used herein to encompass computer inputand output devices. Input devices, as described herein, include akeyboard, a keypad, a mouse, joystick or other input devices performinga similar function. The output devices, as described herein, include acomputer monitor, printer, facsimile machine, or other output devicesperforming a similar function.

It should be noted that although the diagrams herein may show a specificorder and composition of method steps, it is understood that the orderof these steps may differ from what is depicted. For example, two ormore steps may be performed concurrently or with partial concurrence.Also, some method steps that are performed as discrete steps may becombined, steps being performed as a combined step may be separated intodiscrete steps, the sequence of certain processes may be reversed orotherwise varied, and the nature or number of discrete processes may bealtered or varied. The order or sequence of any element or apparatus maybe varied or substituted according to alternative embodiments.Accordingly, all such modifications are intended to be included withinthe scope of the present invention. Such variations will depend on thesoftware and hardware systems chosen and on designer choice. It isunderstood that all such variations are within the scope of theinvention. Likewise, software and web implementations of the presentinvention could be accomplished with standard programming techniqueswith rule based logic and other logic to accomplish the various databasesearching steps, correlation steps, comparison steps and decision steps.

The foregoing description of embodiments of the invention has beenpresented for purposes of illustration and description. It is notintended to be exhaustive or to limit the invention to the precise formdisclosed, and modifications and variations are possible in light of theabove teachings or may be acquired from practice of the invention. Theembodiments were chosen and described in order to explain the principalsof the invention and its practical application to enable one skilled inthe art to utilize the invention in various embodiments and with variousmodifications as are suited to the particular use contemplated. Othersubstitutions, modifications, changes and omissions may be made in thedesign of the display system conditions and arrangement of theembodiments without departing from the scope of the present invention.

What is claimed is:
 1. An ATM diagnostic and repair method comprising:receiving, by a first computing device, diagnostic data for an ATM;displaying, by the first computing device, the diagnostic data;receiving, by the first computing device, repair instructions from afirst technician; communicating, by the first computing device, therepair instructions to a second computing device proximate the ATM,wherein the second computing device is useable by a second technician torepair the ATM, wherein: the diagnostic data is received from the ATM bythe second computing device, and the diagnostic data is received by thesecond computing device when the second computing device is in proximityto the ATM, the diagnostic data is received by the second computingdevice from the ATM via a one-way communication link from the ATM to thesecond computing device, and the repair instructions are included in anaugmented reality image.
 2. The method according to claim 1, furthercomprising receiving, by the first computing device, an image of the ATMcaptured by the second computing device.
 3. The method according toclaim 1, wherein the second computing device is a mobile computingdevice.